Failure by SARS to pay refund

I have had such horrible experience with SARS having to pay back my refund. All documents were submitted, banking details were confirmed and I've called the consultants and laid complaints. They advised that the refund would be in my account within 21 working days and the matter would be resolved, instead I've been waiting since the 10th of November 2022. The level of incompetence is beyond me yet they have the audacity to penalize people. None of the consultants give a clear explanation why the funds were released then reversed bank to SARs instead they say the matter has been escalated further. I want my money SARS simply because you guys are quick to demand money yet fail us as competent tax payers. I'm beyond disappoint to say the least!